In – house complaints procedure

Alliance Investments aim to provide a professional service to the highest level of customer satisfaction. Alliance Investments is also committed to using complaints to review and improve the services provided.

Alliance Investments intend to resolve all complaints at the first point of contact and informally usually by the Property Consultant or Sales Person who is your point of contact.

When informal resolution is not possible Alliance Investments has a clear and fair complaints procedure to follow.

Complaints should be made in writing or by email and issued to the below details:

Complaints@alliance-investments.com

Alliance Investments, Unit 14, Alliance House, Westpoint Enterprise Park, Clarence Avenue, Manchester, M17 1QS

There are two stages to the Alliance Investments complaints procedure:

STAGE 1 - Operations Director Review

  • We will acknowledge your complaint by letter or email within 3 working days of receipt and begin our in house complaints process .
  • We may request further information to assist with the investigation if required.
  • Alliance Investments Operations Director will undertake a full investigation into your complaint and speak to all the people involved to formulate a response.
  • A response will be sent to you in writing by letter or email within 15 working days.
  • More complex complaints may require longer to investigate. If a response cannot be prepared within 15 working days, we will let you know when a full response can be expected.
  • If you remain dissatisfied at this stage, you can ask for a stage two review of the complaint by writing to the Managing Director clearly stating the reasons why you do not agree with the stage one response.

STAGE 2 – Managing Director Review

  • We will acknowledge your stage two complaint by letter or email within 3 working days of receipt.
  • We may request further information to assist with the investigation if required.
  • All documentation relating to your complaint will be provided to the Managing Director who will carry out a complete and detached review.
  • You will receive a written statement prepared by the Alliance Investments Managing Director who will set out the review findings, expressing Alliance Investments final view point within 15 working days.
  • If a response cannot be prepared within this timescale, we will let you know when this can be expected.
  • If you remain dissatisfied, you have the right to refer your complaint to:

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

www.tpos.co.uk

Please be aware that you have up to 12 months from the date of your final viewpoint letter to refer your complaint to the Ombudsman in writing if you wish to pursue this matter.

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Alliance Investments, 21/Floor, The Centrium
60 Wyndham Street, Central, Hong Kong

+852 9244 2880

+852 9244 2880

info@alliance-investments.com